NOC Customer Support Specialist

2 weeks ago

Franklin, Tennessee, United States SPX Full time
Empowering the Innovators of Tomorrow.

At SPX Technologies, we are dedicated to crafting advanced solutions that foster a safer, more efficient, and sustainable world. Our commitment to talent development through the RiSE framework allows us to Reach, Identify, Strengthen, and Engage our employees, ensuring their continuous growth. As a global leader in problem-solving and innovation, our teams create impactful solutions across various sectors.

Within the Detection and Measurement division, Flash Technology stands out as a premier provider of aviation obstruction lighting and monitoring solutions, including specialized LED and xenon lighting systems. We serve critical markets such as telecommunications, broadcasting, wind energy, and utilities, ensuring the safety of infrastructure and air travel.

The NOC Customer Support Specialist operates within the National Operations Center (NOC), reporting directly to the NOC Manager. Our NOC is a 24/7 operation, providing essential call center services, site management, and monitoring of critical equipment performance.

Key Responsibilities:
  • Manage inbound communications through Avaya and Chronicall systems
    • Document technician site access and ensure accurate ticketing
    • Coordinate and log lighting inspections with field technicians
    • Support field technicians during new installations or upgrades
    • Issue NOTAMs (Notice to Air Missions) to relevant authorities
    • Collaborate with other NOCs
    • Configure and monitor sites using SQL Eagle, AM2010, and ADP
    • Provide after-hours support and product registration
    • Engage in various customer support activities
  • Process alerts through the monitoring system
    • Evaluate issues and manage ticketing procedures
    • Set reminders for follow-up actions
  • Assist customers in maintaining compliance with federal regulations
    • Stay informed on FAA & FCC guidelines
  • Resolve customer issues or escalate as necessary
  • Determine when to transfer technicians to technical support or other departments
  • Adhere to safety and quality policies
  • Perform additional duties as required
Essential Skills and Qualifications:
  • Proficient typing and transcription skills
  • Strong customer support background
  • Experience in database management
  • Understanding of electronics and troubleshooting
  • Detail-oriented and organized
  • Exceptional verbal and written communication abilities
  • Ability to maintain composure under pressure
  • Demonstrate patience and empathy
  • Work independently while contributing to team success
  • Conscientious and committed to follow-through
  • Respectful and positive demeanor towards customers and colleagues
  • Professional presentation and conduct
  • Familiarity with Microsoft Office Suite, SharePoint, SAP, and other relevant systems
Education and Experience:

Required:

• High School diploma

• 2-3 years of relevant work experience

• Basic electronics knowledge

Preferred:

• Associate's degree in a technical field

• Previous experience in call center or customer support roles

• Technical background

Our Cultural Commitment

At SPX, our culture is foundational to our operations and identity. Our core values guide our management practices, while our Leadership Model shapes our interactions. Whether you contribute individually or lead a team, we all embody leadership at SPX.

Benefits Overview

We prioritize the well-being of our employees, offering:
  • Flexible paid time off, including personal, caregiver, parental, and volunteer leave
  • Comprehensive health insurance and 401(k) matching, effective from day one
  • Competitive compensation packages with performance-based bonuses
  • Opportunities for educational assistance and leadership development
Diversity and Inclusion

We celebrate diverse backgrounds and experiences at SPX, striving to create an inclusive environment where every voice is valued. Our commitment to diversity fosters a culture of respect and collaboration, empowering everyone to reach their full potential.

SPX is an equal opportunity employer, dedicated to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

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